Intercom, Inc.

DECEMBER 21, 2021

We continued to adjust to working from home , and our company culture evolved accordingly. If you’re at all interested in using customer research to drive key business decisions, this is a must-read. The Ultimate Customer Support Tech Stack for 2022. We hit a huge milestone as our ARR grew well past $200M.

Technical Review 196

Technical Review Scale Innovation Company Culture 196

Kellblog

JULY 30, 2023

Customer success exists to get renewals and spot expansion opportunities. This one depends on your sales/success model.) “Shouldn’t customer success be about relationships?” The company that could have been Oracle got acquired by the company that should have been SAP. (I’m

Software Review 66

Software Review Technical Review Sales Recruiting Artificial Intelligence 66

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Embody company culture and maintain high team engagement.

Customer Success 19

Customer Success Technical Review Outsourced Development Systems Review 19

OpenView Labs

DECEMBER 21, 2020

In 2021 we will start to see the convergence of product led growth, remote sellers, remote buyers and sales enablement technology that tracks EVERYTHING. The next decade of selling to B2B SaaS companies is going to accelerate faster toward a consumer-style experience. I think more companies will adopt a purpose-driven model.

SaaS Payments 96

SaaS Payments Payments Payment Services Payment Solutions 96

SaaStr

FEBRUARY 22, 2019

Nick Mehta is the CEO @ Gainsight, the #1 customer success platform for corporate services, turning your customers into your best growth engine. In Today’s Episode We Discuss: * How Nick made his way into the world of SaaS and came to lead the charge in the category creation of customer success as CEO with Gainsight?

Sales Hiring 113

Sales Hiring Customer Success Scale Sales Recruiting 113

OPEXEngine

FEBRUARY 16, 2021

For many of us in tech, we’re going 9+ months strong working from home. We can’t be diligent about it, because we’re not doing anything listed anymore.” Remind your team of your Vision, Mission, and Culture. If we believe in collaboration, innovation, customer success, and teamwork, then that’s who we are.”

Technical Review 69

Technical Review Company Culture Leadership Innovation 69

SaaStr

OCTOBER 4, 2019

The mortality rate of SMBs is so high that you are going to always have high churn due to the customer segment? Ep 271: Gillian Heltai oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. How does Jeppe think about competition?

Scale 132

Scale SMB Technical Review Software Review 132

SmartKarrot

JUNE 15, 2021

According to a Harvard Business Review study, nearly 99% of respondents confirmed to become more data centric. This will also enhance a better data driven culture in the company. If your customer success managers cannot make use of customer data, it is waste of the data. Source: Twitter. contact-form-7].

Customer Success 19

Customer Success Data Sales Hiring Sales Recruiting 19

SaaStr

OCTOBER 22, 2020

And that’s a pretty interesting story as well, my path to actually joining the company, but once I did, I built the product marketing team, the product marketing function, and after a while, I decided I wanted to tell not just the product story, but I want to tell the company story. Tell us, when did you notice that they differ?

Sales Hiring 162

Sales Hiring Scale Interviewing Technical Review 162

SmartKarrot

AUGUST 31, 2021

Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Salsify As a Director of Customer Success, you will supervise, build and expand the existing Customer Success strategy to enable each member of the team to be the best-trusted advisor for the customers.

Customer Success 19

Customer Success Underperforming Technical Team Technical Review Leadership 19

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

VP of Engineering 21

VP of Engineering Customer Success Scale SaaS Payments 21

Totango

JANUARY 28, 2020

An environment where your customers feel satisfied, supported, and inspired will keep them coming back to you for more great solutions instead of turning to one of your competitors in hopes of finding something better. Customers look for quality above all else. Losing customers is just as bad—in the U.S. Streamline processes.

Retention 87

Retention Management Technical Review Software Review 87

Totango

JANUARY 28, 2020

An environment where your customers feel satisfied, supported, and inspired will keep them coming back to you for more great solutions instead of turning to one of your competitors in hopes of finding something better. . Customers look for quality above all else. Losing customers is just as bad—in the U.S. Streamline processes.

Retention 85

Retention Management Technical Review Software Review 85

Intercom, Inc.

JANUARY 5, 2022

Adam: Thank you, it feels a bit surreal still, mainly due to just how quickly the company has gone from seed to series, all in under a 12-month span. Our prior company was founded here in San Diego almost 10 years ago, and it was a very different tech ecosystem back then. Liam: The whole area is a new space.

Scale 211

Scale Software Review compliance Technical Review 211

Intercom, Inc.

OCTOBER 26, 2021

Salespeople don’t need technical backgrounds to sell software, but they do need to be passionate about the product and its value to your customers. Our best candidates are innately curious about how the product could evolve, and care deeply about customer success. They’re resilient.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

SaaStr

AUGUST 20, 2020

But when you land in Austin, Texas, it’s a very different tech ecosystem. People knew Dropbox, the product, they knew about the company, but a lot of the market in Austin assumed there was only engineering and kind of product roles. So I think for us, we at Figma still review sales quotas each quarter. It was authentic.

Sales Hiring 187

Sales Hiring Sales Recruiting Scale Technical Advisors 187

SaaStr

FEBRUARY 22, 2019

They didn’t know like customers would like to call my headset doesn’t work like I don’t think like artistic it’s always let like this. This is very technical. And that was all our day to day. Florian Douetteau: When there is a fire. And a little bit of drama. Flame flame flame a fire. Well, the thing is that.

Sales Hiring 111

Sales Hiring Scale Sales Recruiting Company Culture 111

SmartKarrot

MAY 5, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: ChartSpan Medical Technologies As a Vice President of Customer Success, you will provide guidance on and executes client retention strategy and multi-level client management processes.

VP of Engineering 10

VP of Engineering Customer Success Technical Review Scale 10

SaaStr

SEPTEMBER 6, 2019

As for Jon, prior to being Chief Customer Officer at Box, he was Senior VP of Customer Success, responsible for all post-sales services Box provides from implementation to user adoption and more. What does Jon mean when he says, “You have to constantly bring your customers to the forefront of your employees minds”?

Sales Hiring 128

Sales Hiring Scale Underperforming Technical Team Software Review 128

FastSpring

OCTOBER 23, 2018

We live in a world dominated by technology-powered products. I know I’ve experienced a variety of strategies and techniques during my time at companies like Procore Technologies and PayJunction. I know I’ve experienced a variety of strategies and techniques during my time at companies like Procore Technologies and PayJunction.

Scale 63

Scale Sales Hiring Technical Review Leadership 63

SaaStr

NOVEMBER 2, 2019

* How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise? How does your customer success and customer support functions change with the move to enterprise? Billion acquisition is just one milestone in the early innings of the company’s story.

Scale 124

Scale SaaS Payments Sales Recruiting Payment Services 124

SaaStr

SEPTEMBER 10, 2020

And that’s an interesting story in itself because I just fell in love with the 6sense technology. I had done an ABM pilot while I was at Appirio and you learn more from your mistakes than your successes. What are our key methods as a company? What do you think the review process should look like?

Scale 167

Scale Sales Hiring Software Review Technical Review 167

SaaStr

APRIL 16, 2020

But it was a great experience, grounding me in tech. But as time went on, I could really see the level of innovation that was coming out of Silicon Valley, in particular, but SaaS companies more broadly, so managed to find my way to the West Coast of the U.S. It’s a complex technology, but it touches all of us every day.

Scale 173

Scale Underperforming Technical Team Leadership Branding 173

SmartKarrot

JUNE 30, 2022

Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. Organizations are guilty of putting it on the back burner even though it is one of the most crucial factors in success. Maintaining the focus on customer success throughout the mergers and acquisitions process is difficult.

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

SaaStr

MARCH 17, 2020

Now, I joined Talkdesk kind of in the second stage, which is, hooray, you’ve got enough customers that you’re able to do references potentially at scale. At that point, often you’re using your customer success team, your AE team to really kind of manually manage this process there. Great support experience.

Scale 141

Scale Payment Services Sales Hiring Payment Methods 141

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

Scale 10

Scale Customer Success Scaling Sales Hiring 10

SaaStr

JUNE 10, 2020

Before founding BetterCloud, David was an early employee of Cloud Sherpas (acquired by Accenture), where he led the company to become the leading cloud services partner to SMB worldwide. If we’re being honest, I think a lot of that is due to just a lot of inertia. So we have changed our roadmap around in certain areas.

Scale 160

Scale Cloud Sales Hiring Technical Review 160

SmartKarrot

DECEMBER 16, 2021

Customers are your biggest advocates, and a happy customer will leave reviews, aid-in word-of-mouth marketing, and convert new prospects who on the fence. By prioritizing experience, you save money in the long-term, making each existing customer more profitable and thereby reducing efforts needed for new customer acquisition.

Technical Review 11

Technical Review Technology Cost optimization & reporting Customer Lifetime Value 11

SmartKarrot

FEBRUARY 18, 2022

A big toast on reaching the pinnacle of customer success in your organization. And to ease the nervous energy, I have prepared a roadmap specifically for you to accomplish what you need to do in the first 90 days as a new VP of Customer Success. Your chance to get acquainted with the company culture.

Customer Success 10

Customer Success Underperforming Technical Team Technical Review Company Culture 10

SaaStr

OCTOBER 4, 2019

The mortality rate of SMBs is so high that you are going to always have high churn due to the customer segment? Ep 271: Gillian Heltai oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. How does Jeppe think about competition?

Scale 118

Scale SaaS Payments SMB Sales Hiring 118

SaaStr

MARCH 12, 2019

And so I just want to throw in a framework around product market fit measured by customer value creation, then go to market fit measured by economics, then we scale fast. So first off, I’m saying we start with customer success. Isn’t sales really around customer value creation? Growth and milk. What is sales?

Scale 208

Scale Sales Hiring Revenue VP of Engineering 208

SaaStr

MAY 24, 2019

So, coordinating all those efforts was not an easy affair, and I found myself spending less and less time with technology and more and more time with just, pure administrative coordination work and at some point, I was ready to say enough is enough, and I have lots of fond memories and good things from them back then. We want to be ready.

Sales Hiring 140

Sales Hiring Scale SMB Sales Recruiting 140

SaaStr

APRIL 18, 2019

But my co-founders has done an amazing job, creating a scale platform that now has 600,000 reviews and 3 million SaaS software buyers coming every month looking for products like yours. And as a hobby we have just launched another SaaS company called ThreeKit. We’re taking our company public.”

Sales Recruiting 163

Sales Recruiting VP of Engineering Scale SaaS Payments 163

SmartKarrot

MAY 19, 2023

With the advancement of technology, it has become easier for employees to work from a location outside of the traditional office environment while staying connected with their colleagues and clients. Improved Content Marketing: The demand for digital content accessible from anywhere has increased due to remote work.

ChatGPT 10

ChatGPT AI Scale Technical Review 10

SmartKarrot

MAY 19, 2023

With the advancement of technology, it has become easier for employees to work from a location outside of the traditional office environment while staying connected with their colleagues and clients. Improved Content Marketing: The demand for digital content accessible from anywhere has increased due to remote work.

ChatGPT 10

ChatGPT AI Scale Technical Review 10

Sales Hacker

FEBRUARY 1, 2021

Today on the show we’ve got Callie Moriarty, a solutions executive for 6 River Systems who has transitioned into the world of enterprise sales from a previous background in customer success. But I was applying to consumer insights and data analytics and customer success. And I was so, so thrilled.

Underperforming Technical Team 69

Underperforming Technical Team Scale Sales Hiring Systems Review 69

SaaStr

MAY 31, 2019

And I think it’s one of those things that like every tech company should be doing. One of the values that I think VC firms really do bring to the table is that brand really signals something to prospective customers, to porters, the media, the larger community. I should really check it out. That makes a huge difference.

VP of Engineering 128

VP of Engineering Sales Hiring Scale Systems Review 128